Empathy in optometry goes far beyond polite conversation—it’s a clinical skill that builds trust, improves compliance, and defines the overall patient experience. In Episode 50 of the Depth Perception Podcast, Dr. Svetlana Nunez, Dr. Jasdeep Singh, Dr. Nadia Afkhami, and Dr. Douglas Akidi dive into how empathy shapes patient care. They discuss how to navigate emotional encounters, maintain schedules, and build genuine human connections in the exam room—all while delivering excellent clinical outcomes.
Topics Covered
Why Patients Remember Feelings More Than FindingsStaying on Schedule Without Shutting Down StoriesHandling Grief, Anxiety, and Tough News in the LaneMirroring Styles While Staying AuthenticLanguage, Culture, and Building Psychological SafetyTurning Listening Into Actionable Care PlansProtecting Your Energy So You Can Show Up for Patients
Why Patients Remember Feelings More Than Findings
Dr. Jasdeep Singh explains that patients often evaluate their care experience not by the prescription or the accuracy of their refraction, but by how they felt during the exam. Empathy and personality leave a lasting impression that builds loyalty and trust. When a patient feels heard, they are more likely to follow treatment recommendations and return for follow-up care.
In Practice:
* Start each encounter with a sincere, “How are you today?” and pause to truly listen.
* Reflect what you hear (“That must be frustrating.”) before moving into the exam.
* Use warmth and eye contact to establish comfort before discussing findings.
Staying on Schedule Without Shutting Down Stories
Every doctor has faced the challenge of balancing compassion with time. Dr. Nadia Afkhami admits that when patients begin to share deeply emotional stories, she acknowledges their feelings but gently redirects the visit. “I’ll hold their hand for a moment if they need it,” she says, “and then start the exam so we can keep moving while they still feel supported.”
Dr. Jasdeep Singh takes a similar approach, emphasizing the art of redirection: acknowledge, transition, and revisit later. “I’ll say, ‘I’m glad you shared that—let’s make sure your eyes are doing well, then we’ll come back to that.’”
Handling Grief, Anxiety, and Tough News in the Lane
Dr. Svetlana Nunez recalls an encounter during her student years when a glaucoma patient burst into tears over red, irritated eyes caused by medication. Her instinct was to pause and offer a hug before walking the patient to the exam room. That small act of humanity turned a distressing moment into reassurance.
Dr. Jasdeep Singh shares that empathy often means giving patients space to process emotions. “When someone mentions losing a partner or loved one, I hand them a tissue, ask if they’d like a few minutes, and make sure they feel respected before we continue.”
Mirroring Styles While Staying Authentic
Dr. Nadia Afkhami believes successful exams require adapting tone and approach based on who’s in the chair. “I don’t do the same exam for a Gen Z patient that I do for a boomer,” she laughs.
